Email Notifications and Delivery Status for Chat Conversations
Email notifications ensure that important chat conversations are not missed, regardless of participant availability. Additionally, agents can track the delivery status of messages sent to offline customers. This document outlines when emails are sent, how to configure notifications, and how to check delivery status.
Email Notification Scenarios
Emails are sent in the following cases:
| Scenario | Description |
|---|---|
| Assigned Agent Offline Notification | When a chat is assigned to an offline agent, they receive an email notification for new messages from the requester and other agents in the conversation, including private notes. The agent can respond via email, and their reply will be posted to the requester through their communication channel. |
| Requester Offline Notification | If the requester (customer or user who initiated the chat) is offline, they receive an email notification for new messages from the agent. The requester can also reply via email, and their response will be posted in the chat. |
| Private Note Mentions Notification | When an agent is mentioned in a private note, they receive an email notification, regardless of their availability. The agent can respond via email, and their reply will be posted as a private note in the conversation. |
| Participant Notification | When new participants are added to a chat, they receive future chat messages via email. They can reply via email, and their response will be posted in the chat conversation. Managing Participants in a Chat Conversation |
Configuring Email Notifications
Administrators can enable or disable email notifications by following these steps:
- Navigate to the Admin Panel.
- Go to Chat Settings.
- Select Email Notifications.
- Configure the following options:
| Option | Description |
|---|---|
| Agent Offline Message | Enable/disable notifications for assigned agents when they are offline. |
| Customer Offline Message | Enable/disable notifications for chat requesters when they are offline. |
| Chat Mention Notification | Enable/disable notifications when agents are mentioned in private notes. |
| Participant Email Notification | Enable/disable email notifications for all participants when a new reply is added to the conversation. Participants can reply via email, and responses are posted in the chat. |
By adjusting these settings, administrators can ensure timely communication while minimizing unnecessary email clutter.
Tracking Email Delivery Status
Agents can track the delivery status of messages sent to offline customers using Delivery Receipts and the Email Delivery Status option.
Delivery Receipts for Offline Messages
Agents can see delivery receipts below each message sent to an offline customer, indicating the delivery status of the message.
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Sent to Email – The message has been successfully sent as an email.
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Delivered to Email – The email has been successfully delivered to the customer’s inbox.
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Seen in Email – The customer has opened and viewed the email.
Checking Email Delivery Status
To view detailed email delivery information for a message sent to an offline customer, follow these steps:
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Click on the three-dot icon (⋮) next to the message and select the Email Delivery Status option.
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The following dialog box will be displayed with information related to email delivery status.
The following are the Delivery status:
| Status | Description |
|---|---|
| Delivered | The email has been successfully delivered to the recipient. |
| Bounced | The email was not delivered due to an issue (e.g., invalid email address, recipient server error). |
| Complaint | The recipient has marked the email as spam. |
| Blocked | The email was blocked by the recipient’s email provider. |
Delivery status table provides the following details:
| Items | Details |
|---|---|
| From | The email address from which the email was sent. |
| Recipient | The recipient’s email address. |
| Email Message ID | A unique identifier for the sent email message. |
| Status | The delivery status of the email (e.g., Delivered, Bounced, Complaint, Blocked). |
| Bounce Type | If the email bounced, this field specifies the type of bounce. |
| Error Details | Additional information returned by the recipient’s email server, useful for debugging delivery failures. |
| Delivery Date | The date and time when the email was delivered. |
| Email Subject | The subject line of the sent email. |
In the Email Delivery Status dialog box, agents can access additional options to manage and customize the displayed information:
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Excel Export: Agents can export the email delivery status details as an Excel file for further analysis or record-keeping.
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Columns Dropdown: By clicking on the Columns dropdown, agents can select which columns they want to display in the dialog, allowing them to view only relevant details.
By following these steps, agents can easily check whether a message has been successfully delivered to recipients.
FAQs
1. Can customers reply to chat messages directly from email notifications?
Yes. Replies sent via email are automatically posted back to the BoldDesk chat thread.
2. How do I disable email notifications for private note mentions?
Navigate to Admin Panel → Chat Settings → Email Notifications and toggle off Chat Mention Notification in private notes.
3. What happens if an email bounces?
The Email Delivery Status dialog shows the bounce type and error details for troubleshooting.
4. Can I export email delivery reports for analysis?
Yes. Use the Excel Export option in the Email Delivery Status dialog.
5. Are delivery receipts available for all chat messages?
Delivery receipts appear only for messages sent to offline customers via email.
6. How do I check if a customer has opened an email?
Look for the Seen in Email indicator below the message in the chat thread.
